Customer Success Manager
3 months ago
- Relationship Management: Develop and maintain strong, long-lasting customer relationships throughout all levels and teams of their organization.
- Customer Engagements: Lead customer kick-off calls, perform platform demos & user trainings, drive regularly scheduled check-ins, QBRs with customers, while monitoring platform adoption and overall client satisfaction.
- Onboarding & Implementation: Onboard and implement customers including creating an strategic plan of priority initiatives while gathering of required SOPs, documentation, customer requirements, and related vendor onboarding.
- Growth & Expansion: Identify new business opportunities and develop account plans to ensure customer retention and expansion. Collaborate with the sales team in the solutioning and closing of expansion opportunities.
- Success Metrics: Continuously monitor and track usage performance and key performance indicators (KPIs) related to customer satisfaction and retention. Leverage these to understand how customers are using the product and identify ways for them to increase usage to effectively increase their ROI.
- Customer Advisory: Act as a trusted advisor to customers, understanding their goals and challenges while being able to tie solutions to implement process improvements & savings opportunities.
- Customer Advocacy: Advocate for customers internally to relay feedback and insights to the product, sales, and other cross-functional teams to shape our product roadmap.
- Product Expertise: Become an expert in product internally & externally to be able to continuously work collaboratively to solve product, process, or workflow gaps that negatively affect the customer experience.
- Education: Bachelor's degree in Business, Analytics, Supply Chain, Operations or any relevant fields
- Experience: 4+ years of work experience in a customer-facing role, such as Customer Success, Account Management, Sales or Client Services in the logistics, transportation and/or tech industry.
- Skills:
- Excellent written & verbal communication and interpersonal skills, with the ability to influence intended outcomes in a clear & concise way.
- Commercially driven, client-centric mindset
- Strong problem-solving and analytical abilities, with a bias for proactive action
- Ability to navigate difficult conversations and negotiate with mutual beneficial outcomes.
- Effective organizational and time management skills to manage numerous customers of varying sizes, and ability prioritize action effectively against competing priorities.
- Familiarity with CRM software and data analytics tools, and being able to leverage both to guide action.
- Proficient in data analysis and presentation leveraging Google Slides and Sheets to tell an effective story and drive intended behavior.
- Ability to travel ~20% of the time, as needed, to support customer visits
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